Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund Issue with SOLIS Mammography HEB Location On February 1, 2024, I visited this location and was told at the appointment that I owed $500. I paid the full amount using my credit card. Later, my insurance summary indicated that my patient responsibility was only $227, meaning I overpaid by $273.When I attempted to contact SOLIS Mammography for a refund, I was unable to reach anyone for months due to "down lines." When I finally spoke to someone, I was told that their back office was handling the refund and that a member of management would follow up. However, despite calling weekly for over four months, I have repeatedly been given the same response: "The back office team is processing it, and someone will contact you."Now, 10 months later, the issue remains unresolved, and I still have not received my refund. This prolonged delay, lack of communication, and inability to resolve a simple billing issue is both frustrating and unacceptable. With the year about to end, it is clear that their office has failed to process this payment despite numerous opportunities.This experience reflects the worst customer service I have encountered. I request immediate action to process my refund of $273 and a clear explanation of why this delay occurred.Thank you for your attention to this matter.

  Business Response

  Date: 12/30/2024

  Patient refund was issued on 11/5/2024 in the amount of $227.00. Patient was contacted and advised by our billing team via call once refund processed.  

• Initial Complaint

  Date:11/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the ******** location on 11/27/2023. At the appointment I was told I owed ****** and paid with a credit card. Later, my insurance summary showed patient responsibility was $0. When I called to get a refund the lines were down for months due to the cyberattack. When I finally talked to someone they show that a refund was issued to my card in January. I checked my statements and called the credit card company and no such refund was ever applied. I called Solis back on the following dates 7/15, 7/25, 9/24, 11/20 and continue to be told they were sending it to their "back office team again."

  Business Response

  Date: 11/21/2024

  After review found patient owed refund.  This has been processed today and will show in patient bank in 3-10 business days depending on receiving bank. Patient was refunded in full payment made. Call was placed to patient and receipt sent.

  Customer Answer

  Date: 12/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the ******* location on 2/28/2024 and paid my estimated portion of $712.34. I visited again on 3/13/2024 and paid my estimated amount of $1078.70. These amounts were based on not having yet met my $3500 annual deductible, with the expectation that Solis would file insurance claims. I have since had multiple additional insurance claims from other providers, resulting in my being billed for an amount exceeding my annual out of pocket, due to the fact that Solis has yet to file either claim eith my health insurance. Had they filed timely claims, I would not now owe more than my out of pocket to other providers. When/if they do finally file the claims, I will be due a refund from Solis for the full amount that I have paid due to having met my annual out of pocket limit. I have attempted to contact their billing office multiple times at ************, beginning 4/17/2024. However, there is and has only been an automated recording that they cannot accept calls due to a system issue, and to call back "next week". I requested an escalation through their scheduling department (who still accepts calls) and was advised on 5/7/2024 that this is due to Solis having been impacted by a cyber attack against Change Healthcare and that there is no estimated time for resolution. Further, I was advised that this issue began on 2/21/2024, a full week prior to Solis generating my first estimate and collecting payment. Solis should refund the amounts that I have paid.

  Business Response

  Date: 06/28/2024

  After review and through communication with patient insurance confirmed patient deductible has not been met.  Refund was processed for both payments previously made $712.34 and $1078.70.  The patient will see refund back to card payment was made within 3-10 business days depending on patients receiving banks processing time.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at Solis Mammography at their ****************** location on Feb 29,2024 and again on March 4,2024 for diagnostic services. I paid in full my in network deductible , $599.82 and then $766.38 please note my deductible is only ****** but because they had not filled the 1st claim they made me pay out again.It has now been over 115 days and they have not filed any claims on my behalf. I had other procedures from other providers during this time and have now met by total out of pocket, paying my ****** deductible again since they had not filed any claims.Their billing office has a recording on that their office is temporarily closed , it has had this same recording on for over 100 days.I emailed and was told they are not processing claims at this time.They should have told me this up front that they had a data breach!I am now out of pocket $1366.20 I am a senior on a fixed income.I contacted my insurance BCBS provider and being they are in network they said they only have 90 days to file a claim or they must refund which they are unwilling to do.Very frustrating to say the least, thus I am reaching out to you so others can be aware.

  Business Response

  Date: 06/18/2024

  After review we have refunded both payments $599.82 and $766.38made by patient.  Once our billing system vendor Change Healthcare's system is back online claims will be billed out to insurance and any patient responsibility will be billed to the patient at that time.  The patient will not be responsible for any timely filing denials due to the system issue.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:03/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an annual mammogram that is covered by my insurance provider on 2/28/24 by Solis. I did the mammogram and received a phone call two days later that something was on the scan that they were requesting a follow up scan. That scan was scheduled on 2/13/24. When I arrived I was asked to pay for the service prior to the scan. It was $506 towards my deductible. I didnt think anything of it because I thought there was something seen on the scan that would require an ultrasound. When I went in the tech that ran the scan she said that most of the times with cases like mine she can flatten out the fold. She completed one scan and said that shed show the scan to the Dr and come back and get me with the results. I walked out of the room and 5 minutes later she called me back in. Told me that the scan was all clear and nothing else was needed. I have called the facility and have been told that the follow up was coded as a diagnostic follow up, which is charged, and not a technical follow up, which is not charged. I feel like this is a deceptive business practice and feel like I should be refunded the $506. I have called several times and have been told that they are unwilling to refund the amount. *** talked to several family members and friends that have had scans that showed something, a follow up was completed where nothing was found, and they were not charged.

  Business Response

  Date: 04/18/2024

  We do not feel refund is appropriate and this information was explained to the patient. Patient was recalled from her screening on 2/28/24 for asymmetry.  The patient was seen, and the technologist mentioned that she needed to flatten a fold. The patient took away that her recall was for a technical factor and not asymmetry. A diagnostic exam was performed on 3.13.2024. The patient did call the center and complain about the cost and the lead technologist ****,explained the differences in depth with her.

  Customer Answer

  Date: 04/22/2024

  Complaint: 21492058
  
  I am rejecting this response because: this was to address a technical issue, not a medical one. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/01/2024

  After review by physician and radiologist, we stand firm that the callback was due to medical issue and charges and billing were accurate.

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 30, 2023 I went to Solis BASH location in **********. To have the testing I needed they required I pay $100 up front even though I told them I had met my deductible for the year. I received my BCBS explanation of benefits dated Dec 8, 2023 stating I was only responsible to pay $35.06. I called Solis at ************ Dec 19, 2023 at 8:48 am CT where it was confirmed that Solis/ROSE owed me a refund for $64.94. I was assured it would be credited on my January credit card statement. That credit did not appear and has NOT to this date. The above billing number has had a system outage recording on it for over a month. I have asked BCBS to file a complaint on behalf. I finally received an email March 14 (today) from a ************************* stating that there is a system outage and there is not a defined time of resolution or when my funds will be returned. After a follow up email, she provided new phone numbers for billing for the ROSE ******* ************ and they are unable to locate me in their system even though I have a BCBS EoB in front of me where BCBS paid them.

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/19/23 I visited solis 8th st ********, **, for preventative imaging. At the time of service they copied my insurance card. Around October I recieved a bill stating insurance coverage was denied by Web TPA insurance. Well, ******* is not nor has it ever been my carrier. I got online at the address given on the bill and corrected the info. A week or so later, I get a phone call while working, wanting payment. I explained the mistake, that I had corrected the info and the company was the only thing wrong. I did not have my card and could not read the numbers to her. Another week or so passes and I get another call, I was furious and not nice but gave all the info from my card. Today I get a text from a collection agency. If they can not keep billing info straight, how can I trust my test results from them?

  Business Response

  Date: 12/21/2023

  Account insurance detail was corrected and billed to correct payer on 12/12/23. Our representative mistakenly chose wrong plan when registering patient due to similar names of payer. Please allow 30 days for processing.  ***************** was notified to remove account.